Re: Learn Remedy Script - Reg
Hi Ratul/Joel, Thanks for your swift respone. I understand your ideas. Please refer my below info. DMT tool : If i use this tool, it will take a lot of time. ie., i have 3000+ records. it vl take more time consuming. Import Tool : if i use this tool, it vl affect only people form not others. So, this option also not work. My suggestion, it will work only some scripts to update all forms including people form. Thanks. Regards, Suresh Loganathan. On Sun, Sep 30, 2012 at 10:19 PM, ratul banerjee itsra...@gmail.com wrote: ** Hi Joel, Updating the loginid with an escalation might not update the related data in other form e.g 'AR System User Preference' etc. Ratul On Sun, Sep 30, 2012 at 12:25 PM, Joel Sender jdsen...@earthlink.netwrote: ** Use an escalation Qua NOT(‘Login ID’ LIKE “%domainname%”) set field: ‘Login ID’ = “domain\” + ‘Login ID’ HTH, *Joel*** Joel Senderjdsen...@earthlink.net310.829.5552 ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *ratul banerjee *Sent:* Sunday, September 30, 2012 8:58 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Learn Remedy Script - Reg ** ** ** Suresh, If i understand your requirement correctly, you need to add the domain name at the beginning of all your remedy users. The best way to achieve this is to use the DMT tool(refer to theData Management Administrator’s Guide). Ratul On Sun, Sep 30, 2012 at 11:36 AM, Suresh Loganathan ersures...@gmail.com wrote: ** I am using windows OS environment. Remedy version:7.5 ITSM Version :7.6 Database :SQL. -- Forwarded message -- From: *Suresh Loganathan* ersures...@gmail.com Date: Sun, Sep 30, 2012 at 9:00 PM Subject: Learn Remedy Script - Reg To: arslist@arslist.org Hi Guys, I want to learn the scrpit related to remedy. Do we have any document for this? I have scenario to write the script. The scnenario is need to update the remedy login name. At present, my remedy contain only user name. Here,need to update with domain name ie., *Domain name\RemedyLoginName. * Kindly advice. Thanks. *Regards,* *Suresh Loganathan.* _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: webservice integration via middleware
Thanks Vamsi,LJ and Karthick for your replies. Out of Tibco,webmethods and custom java tool,which one is the best middleware? What are its benefits? How to implement it? How much is the approximate cost for the tool? How many days effort is required for implementing it? Regards Robin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Learn Remedy Script - Reg
Hi, A few years ago, before there was a DMT, I had a similar requirement. So I wrote an SQL script that searched every known character field (from the FIELD table) on every form for references to known login IDs. The script took a night to execute. Then, from the result, I generated a list of update commands to be executed for each login. Not sure if it's still a good solution, now that we have the DMT. How much time does it really take to run, have you tried on a test server ? On Mon, Oct 1, 2012 at 8:22 AM, Suresh Loganathan ersures...@gmail.com wrote: ** Hi Ratul/Joel, Thanks for your swift respone. I understand your ideas. Please refer my below info. DMT tool : If i use this tool, it will take a lot of time. ie., i have 3000+ records. it vl take more time consuming. Import Tool : if i use this tool, it vl affect only people form not others. So, this option also not work. My suggestion, it will work only some scripts to update all forms including people form. Thanks. Regards, Suresh Loganathan. On Sun, Sep 30, 2012 at 10:19 PM, ratul banerjee itsra...@gmail.com wrote: ** Hi Joel, Updating the loginid with an escalation might not update the related data in other form e.g 'AR System User Preference' etc. Ratul On Sun, Sep 30, 2012 at 12:25 PM, Joel Sender jdsen...@earthlink.net wrote: ** Use an escalation Qua NOT(‘Login ID’ LIKE “%domainname%”) set field: ‘Login ID’ = “domain\” + ‘Login ID’ HTH, Joel Joel Senderjdsen...@earthlink.net310.829.5552 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ratul banerjee Sent: Sunday, September 30, 2012 8:58 AM To: arslist@ARSLIST.ORG Subject: Re: Learn Remedy Script - Reg ** Suresh, If i understand your requirement correctly, you need to add the domain name at the beginning of all your remedy users. The best way to achieve this is to use the DMT tool(refer to theData Management Administrator’s Guide). Ratul On Sun, Sep 30, 2012 at 11:36 AM, Suresh Loganathan ersures...@gmail.com wrote: ** I am using windows OS environment. Remedy version:7.5 ITSM Version :7.6 Database :SQL. -- Forwarded message -- From: Suresh Loganathan ersures...@gmail.com Date: Sun, Sep 30, 2012 at 9:00 PM Subject: Learn Remedy Script - Reg To: arslist@arslist.org Hi Guys, I want to learn the scrpit related to remedy. Do we have any document for this? I have scenario to write the script. The scnenario is need to update the remedy login name. At present, my remedy contain only user name. Here,need to update with domain name ie., Domain name\RemedyLoginName. Kindly advice. Thanks. Regards, Suresh Loganathan. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Learn Remedy Script - Reg
Hello,
Do not forget that changing the login needs to be done in any row of any
table, as the submitter, the assignee or the status history could
contain the login.
As Sylvain did, I wrote a script (for Oracle) that reads all character
fields from the database, and dynamically creates update queries to
replace one value with another. It takes also a night to run, and during
that time your AR Server needs to be stopped.
Best regards,
Jean-Louis
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sylvain YVON
Sent: lundi 1 octobre 2012 8:39
To: arslist@ARSLIST.ORG
Subject: Re: Learn Remedy Script - Reg
Hi,
A few years ago, before there was a DMT, I had a similar requirement.
So I wrote an SQL script that searched every known character field
(from the FIELD table) on every form for references to known login
IDs. The script took a night to execute.
Then, from the result, I generated a list of update commands to be
executed for each login.
Not sure if it's still a good solution, now that we have the DMT. How
much time does it really take to run, have you tried on a test server
?
On Mon, Oct 1, 2012 at 8:22 AM, Suresh Loganathan ersures...@gmail.com
wrote:
**
Hi Ratul/Joel,
Thanks for your swift respone. I understand your ideas. Please refer
my
below info.
DMT tool : If i use this tool, it will take a lot of time. ie., i have
3000+
records. it vl take more time consuming.
Import Tool : if i use this tool, it vl affect only people form not
others.
So, this option also not work.
My suggestion, it will work only some scripts to update all forms
including
people form.
Thanks.
Regards,
Suresh Loganathan.
On Sun, Sep 30, 2012 at 10:19 PM, ratul banerjee itsra...@gmail.com
wrote:
** Hi Joel,
Updating the loginid with an escalation might not update the related
data
in other form e.g 'AR System User Preference' etc.
Ratul
On Sun, Sep 30, 2012 at 12:25 PM, Joel Sender
jdsen...@earthlink.net
wrote:
**
Use an escalation
Qua
NOT('Login ID' LIKE %domainname%)
set field:
'Login ID' = domain\ + 'Login ID'
HTH,
Joel
Joel Senderjdsen...@earthlink.net310.829.5552
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ratul banerjee
Sent: Sunday, September 30, 2012 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Learn Remedy Script - Reg
** Suresh,
If i understand your requirement correctly, you need to add the
domain
name at the beginning of all your remedy users. The best way to
achieve this
is to use the DMT tool(refer to theData Management Administrator's
Guide).
Ratul
On Sun, Sep 30, 2012 at 11:36 AM, Suresh Loganathan
ersures...@gmail.com wrote:
**
I am using windows OS environment.
Remedy version:7.5
ITSM Version :7.6
Database :SQL.
-- Forwarded message --
From: Suresh Loganathan ersures...@gmail.com
Date: Sun, Sep 30, 2012 at 9:00 PM
Subject: Learn Remedy Script - Reg
To: arslist@arslist.org
Hi Guys,
I want to learn the scrpit related to remedy. Do we have any
document for
this? I have scenario to write the script. The scnenario is need to
update
the remedy login name. At present, my remedy contain only user
name.
Here,need to update with domain name ie., Domain
name\RemedyLoginName.
Kindly advice.
Thanks.
Regards,
Suresh Loganathan.
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Re: SQL or Oracle
Sandra, Both SQL Server and Oracle are pretty stable. I prefer Oracle because of the following reasons 1) Performs faster than MS SQL under ANY load especially when you have huge databases running huge transaction volumes. 2) Has more functionality than MS SQL - especially when it comes to fine-tuning performance or monitoring what is happening on the db in real-time. 3) It Runs on more OS'es than just (Mister Slow) Windows. e.g: Linux (When running on non-Windows OS'es (like Linux), your risk level for being exposed to viruses is a lot lower.) 4) MS has too much of a monopoly - Supporting the likes of Oracle ensures one vendor does not have a total monopoly. 5) Due to Oracle not being as easy to tamper with for non-dba's, you are ensured that only the correctly skilled professionals are working on it, reducing risk of outtages due to operator error. 6) All the reasons Axton and Joe mentioned as well. 7) Case sensitivity is not such a huge issue with Oracle, as is often thought. Any DBA worth his salt CAN set up your Oracle DB to be Case-Insensitive. We do use MS SQL a lot as well for smaller low-volume implementations where budgets are very limited and fast performance is not a priority requirement. So, to pick between the two, ask yourself this: 1) Do I want best possible DB performance and granular functionality and control, that is more difficult to maintain without a DBA, at a higher cost? OR 2) Do I want a lower cost DB with an easy-to-use GUI that is limited in functionality and will have slower performance? If you do not already have an Oracle DBA and your answer for Q2 is yes, then go MS-SQL, otherwise, go Oracle. Best Regards, Theo Sent from my Black/Silver Personal Computer “Try not to become a person of success, but a person of value.” – Albert Einstein From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: 30 September 2012 05:43 To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle ** Some things I like with Oracle: - XMLGEN package: if you want to get at your AR data in xml format, this works great - Dynamic performance views: want to see what your database is, or was, doing? - Flashback capabilities: want to take a snapshot before major releases and fail back in a matter of minutes? - BCV: Want to get a copy of your database in minutes? - It runs on OS's that are not Windows (I don't care for MS as a server OS; it's my personal preference, but I loathe the mentality that a reboot is a cure-all; I like my machines to run like ... machines -- efficient, predictable, and reliable) - I can manage it without a GUI Maybe some of these things are available with MSSQL. I try to separate myself from MS technologies because they only tend to work with other MS technologies and I don't like to be boxed in. Axton Grams On Fri, Sep 28, 2012 at 4:03 PM, patchsk vamsi...@gmail.commailto:vamsi...@gmail.com wrote: ** Yes it works. We do it all the time copying db from prod to pre-production environments. It is a standard task to dbas. No special instructions needed. On Friday, September 28, 2012 12:24:40 PM UTC-7, Hennigan, Sandra wrote: BMC guide speaks to SQL but not Oracle. Can a backup of Oracle be taken and moved to another environment then ARS be made to point to the database backup? Will this be a capability with Oracle? Thank you, Sandra Hennigan Remedy Developer Criminal Division | U.S. Department of Justice ☎ (202) 353-0557tel:%28202%29%20353-0557 Mobile: 202-716-0848tel:202-716-0848 sandra@usdoj.govmailto:sandra@usdoj.gov -Original Message- From: Action Request System discussion list(ARSList) [mailto:ars...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Friday, September 28, 2012 3:10 PM To: ars...@arslist.orgmailto:ars...@arslist.org Subject: Re: SQL or Oracle I'm not quite sure I understood your question.. What exactly is your requirement? Joe -Original Message- From: Hennigan, Sandra Sent: Friday, September 28, 2012 2:28 PM Newsgroups: public.remedy.arsystem.general To: ars...@arslist.orgmailto:ars...@arslist.org Subject: Re: SQL or Oracle Thank you, Lister. I also reviewed the archives. For you Oracle users, a question: Even with every best intention, keeping Support Group IDs, foundation data etc. matched between Test and Production is difficult so routinely, the production database is backed up and a copy moved to our test environment. Using SQL, this is a simple process. Is this an action I can take with Oracle? Sandra Hennigan Remedy Developer -Original Message- From: Action Request System discussion list(ARSList) [mailto:ars...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Friday, September 28, 2012 2:04 PM To: ars...@arslist.orgmailto:ars...@arslist.org Subject: Re: SQL or Oracle I agree about MS-SQL being maintenance light, cheap, and at the same time a fairly robust database, which has a winning point on case sensitivity.. But
Analizing a client log
Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Learn Remedy Script - Reg
My recommendation is: don't be evil if possible! Directly changing values at the database is being evil! Regards, Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 9:29 AM, Halleux, Jean-Louis jean-louis.hall...@scarlet.biz wrote: Do not forget that changing the login needs to be done in any row of any table, as the submitter, the assignee or the status history could contain the login. As Sylvain did, I wrote a script (for Oracle) that reads all character fields from the database, and dynamically creates update queries to replace one value with another. It takes also a night to run, and during that time your AR Server needs to be stopped. Best regards, Jean-Louis ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Learn Remedy Script - Reg
What is the use ase here? why do you want domain name to be prefixed? -Karthik On 1 October 2012 16:16, Jose Manuel Huerta Guillén arsl...@theremedyforit.com wrote: ** My recommendation is: don't be evil if possible! Directly changing values at the database is being evil! Regards, Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 9:29 AM, Halleux, Jean-Louis jean-louis.hall...@scarlet.biz wrote: Do not forget that changing the login needs to be done in any row of any table, as the submitter, the assignee or the status history could contain the login. As Sylvain did, I wrote a script (for Oracle) that reads all character fields from the database, and dynamically creates update queries to replace one value with another. It takes also a night to run, and during that time your AR Server needs to be stopped. Best regards, Jean-Louis _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Blank requests
The request record does get created successfully just blank! Right now we are using just the standard SRM SRDs and AOTs, simple design, nothing complex. I have received a few ideas and will let you know how we make out! Thanks so much for everyone's response! Thanks c From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, September 28, 2012 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Blank requests ** Are you using Advanced Interface Forms? If you're using standard SRM SRDs and AOTs I would look at the mappings on the SRD first. Also you didn't mention whether the Service Request record gets created successfully, or if it's messed up from the beginning. I've had issues with the mapping from the Service Request to the Work Order on a really old version of SRM, I think 2.1, but only for an AIF at that point. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, September 28, 2012 9:31 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SRM - Blank requests ** Hoping someone can help me out! We have implemented SRM and we are having a intermittent problem with the data from the questions not being saved and creating Blank Requests. Has anyone else seen this issue and if so, help to guide me where to look? All of our service categories are simple flows - 1 Request to 1 work order. It occurs with any one of the service categories, so no one specific one is the problem Our environment: ARS: AR Server 7.5 .00 Patch 002 Atrium CMDB: 7.5 .00 Patch 005 ITSM: 7.5 .01 Patch 001 SRM: 7.6.00 Patch 001 Database : SQL 2005 version 5.2.3790 Anyone's help will be greatly appreciated! Thanks christine * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: webservice integration via middleware
Robin, I have used both WebMethods and Tibco, both seem to be good tools that are flexible and able to do the job needed. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robin Mathew Sent: Monday, October 01, 2012 12:27 AM To: arslist@ARSLIST.ORG Subject: Re: webservice integration via middleware Thanks Vamsi,LJ and Karthick for your replies. Out of Tibco,webmethods and custom java tool,which one is the best middleware? What are its benefits? How to implement it? How much is the approximate cost for the tool? How many days effort is required for implementing it? Regards Robin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Analizing a client log
Jose, I would agree that you were waiting on a List thread. Have you run an arloganalyzer on a larger sample of the log to determine if you are thread bound? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Analizing a client log ** Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Fuzzy Midteir
Michael, There is a different font used in your second screen shot. Notice the shape of the upper case letter C in Customer ID. Were these two images captured on the same machine? One of them has the desired font, the other is using a default font from the same family (e.g. Helvetica, Arial, sans-serif)... Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 30, 2012, at 8:23 PM, Benz, Michael michael.b...@holcim.com wrote: ** Hello World I’ve noticed something very interesting (and slightly annoying) We recently updated our Tomcat server to V7 with midteir 7.6.04 SP4 and with the new midteir, everything is “fuzzy” (note the attached screenshot) image001.png Does anyone have any idea how to change this back so it looks crisp and clear like SP2? Regards, Michael Benz Remedy Support _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Analizing a client log
Jose, Have you tried to run the SQL query yourself ? Does it return a large number of records ? Do you perhaps have many records but few distinct values ? Don't trust the timestamps to much. Sometimes the log is written after the command was executed. On Mon, Oct 1, 2012 at 3:32 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, I would agree that you were waiting on a List thread. Have you run an arloganalyzer on a larger sample of the log to determine if you are thread bound? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Analizing a client log ** Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Fuzzy Midteir
We also reported this when upgrading 7.6.04 to a pre-GA version of 8.0. The clarity came back once we restored the VM to 7.6.04. If it is a font change it happens during the upgrade. Jason On Oct 1, 2012 6:45 AM, Doug Blair d...@blairing.com wrote: ** Michael, There is a different font used in your second screen shot. Notice the shape of the upper case letter C in Customer ID. Were these two images captured on the same machine? One of them has the desired font, the other is using a default font from the same family (e.g. Helvetica, Arial, sans-serif)... Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 30, 2012, at 8:23 PM, Benz, Michael michael.b...@holcim.com wrote: ** Hello World ** ** I’ve noticed something very interesting (and slightly annoying) ** ** We recently updated our Tomcat server to V7 with midteir 7.6.04 SP4 and with the new midteir, everything is “fuzzy” (note the attached screenshot) ** ** image001.png ** ** Does anyone have any idea how to change this back so it looks crisp and clear like SP2? ** ** ** ** Regards, ** ** *Michael Benz* Remedy Support ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Fuzzy Midteir
Windows 7 does this as well through their cleartype changes. Why they call it cleartype and it makes things fuzzy is beyond me. Did your workstation move from XP to Win7? On Mon, Oct 1, 2012 at 8:45 AM, Doug Blair d...@blairing.com wrote: ** Michael, There is a different font used in your second screen shot. Notice the shape of the upper case letter C in Customer ID. Were these two images captured on the same machine? One of them has the desired font, the other is using a default font from the same family (e.g. Helvetica, Arial, sans-serif)... Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 30, 2012, at 8:23 PM, Benz, Michael michael.b...@holcim.com wrote: ** Hello World ** ** I’ve noticed something very interesting (and slightly annoying) ** ** We recently updated our Tomcat server to V7 with midteir 7.6.04 SP4 and with the new midteir, everything is “fuzzy” (note the attached screenshot) ** ** image001.png ** ** Does anyone have any idea how to change this back so it looks crisp and clear like SP2? ** ** ** ** Regards, ** ** *Michael Benz* Remedy Support ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Fuzzy Midteir
Have you use a tool like Firebug to examine the labels ? I'd bet it's just a change in ARSystem.css. On Mon, Oct 1, 2012 at 4:14 PM, Axton axton.gr...@gmail.com wrote: ** Windows 7 does this as well through their cleartype changes. Why they call it cleartype and it makes things fuzzy is beyond me. Did your workstation move from XP to Win7? On Mon, Oct 1, 2012 at 8:45 AM, Doug Blair d...@blairing.com wrote: ** Michael, There is a different font used in your second screen shot. Notice the shape of the upper case letter C in Customer ID. Were these two images captured on the same machine? One of them has the desired font, the other is using a default font from the same family (e.g. Helvetica, Arial, sans-serif)... Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 30, 2012, at 8:23 PM, Benz, Michael michael.b...@holcim.com wrote: ** Hello World I’ve noticed something very interesting (and slightly annoying) We recently updated our Tomcat server to V7 with midteir 7.6.04 SP4 and with the new midteir, everything is “fuzzy” (note the attached screenshot) image001.png Does anyone have any idea how to change this back so it looks crisp and clear like SP2? Regards, Michael Benz Remedy Support _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Fuzzy Midteir
To add a little more info... we upgraded our QA environment that wasn't being used at the time. QA has different servers for DB, app and web, all 2008. I experienced the change in clarity from my Win 7 PC. I compared our 7.6.04 test environment to pre-GA 8.0 QA environment side by side in IE8 on my PC. Once we reverted QA back to 7.6.04 the two systems looked the same side by side. Again this was pre-GA and haven't tried the GA 8.0 yet so it may have been fix in GA or patch 1. Point being I experienced something similar with a change server-side not client-side. (I thought I was crazy at first too) Jason On Oct 1, 2012 7:12 AM, Jason Miller jason.mil...@gmail.com wrote: We also reported this when upgrading 7.6.04 to a pre-GA version of 8.0. The clarity came back once we restored the VM to 7.6.04. If it is a font change it happens during the upgrade. Jason On Oct 1, 2012 6:45 AM, Doug Blair d...@blairing.com wrote: ** Michael, There is a different font used in your second screen shot. Notice the shape of the upper case letter C in Customer ID. Were these two images captured on the same machine? One of them has the desired font, the other is using a default font from the same family (e.g. Helvetica, Arial, sans-serif)... Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 30, 2012, at 8:23 PM, Benz, Michael michael.b...@holcim.com wrote: ** Hello World ** ** I’ve noticed something very interesting (and slightly annoying) ** ** We recently updated our Tomcat server to V7 with midteir 7.6.04 SP4 and with the new midteir, everything is “fuzzy” (note the attached screenshot) ** ** image001.png ** ** Does anyone have any idea how to change this back so it looks crisp and clear like SP2? ** ** ** ** Regards, ** ** *Michael Benz* Remedy Support ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Blank requests
Hi Christine, I have seen this several times as well. The Service Requests is submitted without Questions/Answers (responses). It seems to be random. The Questions/Answers still exist in the SRD:MultipleQuestionResponse form, but do not have an SR Instance ID I have been able to fix those requests by adding the correct SR Instance ID. BMC said it may be java related because the Instance ID is generated through java, but I have not been able to confirm. I have investigated off and on for several months with no luck. I have not been able to reproduce the behaviour myself whichs makes it difficult to track down. Please let me know if you find a solution, and I will do the same. Thank you Les Ganton The request record does get created successfully just blank! Right now we are using just the standard SRM SRDs and AOTs, simple design, nothing complex. I have received a few ideas and will let you know how we make out! Thanks so much for everyone's response! Thanks c From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Friday, September 28, 2012 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Blank requests ** Are you using Advanced Interface Forms? If you're using standard SRM SRDs and AOTs I would look at the mappings on the SRD first. Also you didn't mention whether the Service Request record gets created successfully, or if it's messed up from the beginning. I've had issues with the mapping from the Service Request to the Work Order on a really old version of SRM, I think 2.1, but only for an AIF at that point. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Christine Milton Hall Sent: Friday, September 28, 2012 9:31 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SRM - Blank requests ** Hoping someone can help me out! We have implemented SRM and we are having a intermittent problem with the data from the questions not being saved and creating Blank Requests. Has anyone else seen this issue and if so, help to guide me where to look? All of our service categories are simple flows - 1 Request to 1 work order. It occurs with any one of the service categories, so no one specific one is the problem Our environment: ARS: AR Server 7.5 .00 Patch 002 Atrium CMDB: 7.5 .00 Patch 005 ITSM: 7.5 .01 Patch 001 SRM: 7.6.00 Patch 001 Database : SQL 2005 version 5.2.3790 Anyone's help will be greatly appreciated! Thanks christine * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ * This e-mail and any files transmitted with it may contain confidential information and is intended solely for use by the individual to whom it is addressed. If you received this e-mail in error, please notify the sender, do not disclose its contents to others and delete it from your system. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Analizing a client log
Hi, The API-timestamps is always correct, and in this case the API-call and SQL-call executes very quickly, so the problem is not that the API/SQL executes slowly. What is your count on List threads? To seems extraordinary that you need to wait 30 seconds before a List thread is available. You should be waiting in the TC-thread and then get routed to the first availabel List-thread. This would mean that ALL users were tied up for 30+ seconds if it is your List-thread count that is too low. Best Regards - Misi, RRR AB, http://rrr.se Jose, Have you tried to run the SQL query yourself ? Does it return a large number of records ? Do you perhaps have many records but few distinct values ? Don't trust the timestamps to much. Sometimes the log is written after the command was executed. On Mon, Oct 1, 2012 at 3:32 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, I would agree that you were waiting on a List thread. Have you run an arloganalyzer on a larger sample of the log to determine if you are thread bound? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Analizing a client log ** Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Notification Recommendations
ARS 7.6.04 SP 4ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option)2. Build a custom Notification Module to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option)3. Use SLM (not sure this is what SLM was intended for)4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade)5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know)6. Other (I haven't thought of another option) Any advice would be appreciated. ThanksKevcin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Notification Recommendations
I will be the first to suggest you review the capabilities that Xmatters can provide. www.xmatters.com/ I am not affiliated with Xmatters. -Original Message- From: Kevin Shaffer kevin_l_shaf...@hotmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Oct 1, 2012 12:09 pm Subject: Notification Recommendations ** ARS 7.6.04 SP 4 ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option) 2. Build a custom Notification Module to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option) 3. Use SLM (not sure this is what SLM was intended for) 4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade) 5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know) 6. Other (I haven't thought of another option) Any advice would be appreciated. Thanks Kevcin _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Analizing a client log
Problem discovered! The root cause was at the Oracle Server. The Oracle server is shared and one application went mad. So the Oracle got stuck at sometimes, blocking all SQL queries, but only at some moments. The result: All threads blocked, and the rest of users waiting for a thread to be released, that means, Oracle responded to the queries. The next question is Why an application can have all Oracle resources? The answer: that application is critical, and Remedy isn't. Both system are running for a healthcare organization, and the critical app is a HIS. Thank you all, Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 5:31 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, The API-timestamps is always correct, and in this case the API-call and SQL-call executes very quickly, so the problem is not that the API/SQL executes slowly. What is your count on List threads? To seems extraordinary that you need to wait 30 seconds before a List thread is available. You should be waiting in the TC-thread and then get routed to the first availabel List-thread. This would mean that ALL users were tied up for 30+ seconds if it is your List-thread count that is too low. Best Regards - Misi, RRR AB, http://rrr.se Jose, Have you tried to run the SQL query yourself ? Does it return a large number of records ? Do you perhaps have many records but few distinct values ? Don't trust the timestamps to much. Sometimes the log is written after the command was executed. On Mon, Oct 1, 2012 at 3:32 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, I would agree that you were waiting on a List thread. Have you run an arloganalyzer on a larger sample of the log to determine if you are thread bound? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Analizing a client log ** Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
OT: Analizing a client log
...and that ends the Oracle vs. SQL debate. :) kidding Sent from my iPhone On Oct 1, 2012, at 12:50 PM, Jose Manuel Huerta Guillén arsl...@theremedyforit.com wrote: ** Problem discovered! The root cause was at the Oracle Server. The Oracle server is shared and one application went mad. So the Oracle got stuck at sometimes, blocking all SQL queries, but only at some moments. The result: All threads blocked, and the rest of users waiting for a thread to be released, that means, Oracle responded to the queries. The next question is Why an application can have all Oracle resources? The answer: that application is critical, and Remedy isn't. Both system are running for a healthcare organization, and the critical app is a HIS. Thank you all, Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 5:31 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, The API-timestamps is always correct, and in this case the API-call and SQL-call executes very quickly, so the problem is not that the API/SQL executes slowly. What is your count on List threads? To seems extraordinary that you need to wait 30 seconds before a List thread is available. You should be waiting in the TC-thread and then get routed to the first availabel List-thread. This would mean that ALL users were tied up for 30+ seconds if it is your List-thread count that is too low. Best Regards - Misi, RRR AB, http://rrr.se Jose, Have you tried to run the SQL query yourself ? Does it return a large number of records ? Do you perhaps have many records but few distinct values ? Don't trust the timestamps to much. Sometimes the log is written after the command was executed. On Mon, Oct 1, 2012 at 3:32 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, I would agree that you were waiting on a List thread. Have you run an arloganalyzer on a larger sample of the log to determine if you are thread bound? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Analizing a client log ** Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Notification Recommendations
I only see two solutions without coding: - Use milestones and action of SLM: Don't like it at all, since users will see SVT attached to their incidents. - Use a generic group mail address. Then create rules at the email server (you can do it if you have Lotus, Exchange, Zimbra or similar email server). If you are going to code, The rules will easily change at the future? - Yes: Create a module to handle the rules that sends notifications. Then add a filter to HPD:Help Desk to call a service of the module at every change. - No: Create a guide in HPD:Help Desk with all rules hardcoded with filters. Then add a filter that calls the guide at every change. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 6:12 PM, Roger J rjust2...@aol.com wrote: ** I will be the first to suggest you review the capabilities that Xmatters can provide. www.xmatters.com/ I am not affiliated with Xmatters. -Original Message- From: Kevin Shaffer kevin_l_shaf...@hotmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Oct 1, 2012 12:09 pm Subject: Notification Recommendations ** ARS 7.6.04 SP 4 ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option) 2. Build a custom Notification Module to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option) 3. Use SLM (not sure this is what SLM was intended for) 4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade) 5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know) 6. Other (I haven't thought of another option) Any advice would be appreciated. Thanks Kevcin _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [EXTERNAL] Notification Recommendations
Kevin: You *might* be able to use SLM notifications for this, and I think the thing you want to look at first is whether you can link these notifications via milestone to the service targets you're going to be using anyway. If you're going with Response and Resolution time targets, SLM might work for you. What you don't want to do is come up with a service target just to enable these notifications. That'll confuse the living daylights out of your end users. I don't know at what point your notifications need to fire, but SLM lets you set all sorts of conditions for things to happen and I know we use it to send emails, though I don't remember offhand whether it is possible to use it to email anyone outside of Assigned Group members. You'd have to research that point. The other snag I can think of that you might run into has to do with message content, and it depends on what ticket-specific information (if any) your DL group members need. I know we pull in Customer Name, Desk Location, Customer Phone and Incident Summary, but we weren't able to pull in any of the target times. Because our SLAs are based on Priority, we were able to fudge our way around that with this kind of statement: The RESPONSE target for this ticket is Y hours, and X hours of this goal have elapsed. Since you're looking at creating non-standard SLM notifications, that's something you'll probably want to look into fairly quickly to help you determine whether this option can work for you. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: Monday, October 01, 2012 10:09 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Notification Recommendations ** ARS 7.6.04 SP 4 ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option) 2. Build a custom Notification Module to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option) 3. Use SLM (not sure this is what SLM was intended for) 4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade) 5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know) 6. Other (I haven't thought of another option) Any advice would be appreciated. Thanks Kevcin _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Changing the content of a diary field with filters
Hi listers, I have a requirement: To modify the content of the new addition to the diary field: from a web service! That means to use filters. The requirement, is that if a pattern like S## (the user ID) is found at the text, the name is added inside. For instance, if at the diary the next text is received: The user S013802 is offline. Then the diary must add something like The user S013802 (Jose Manuel Huerta) is offline. Process the text field is trivial, but if I use a set action to change the content, like Diary = $ProcessedText$ The result is 01/10/2012 19:51:48 UserMonitor The user S013802 is offline. The user S013802 (Jose Manuel Huerta) is offline. I think that the only solution I have is to present a display only text field as the diary to the web service, process it and insert it to the actual diary. But I wonder how can I change the submitted diary content? Is it possible? Thanks! Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing the content of a diary field with filters
Jose, The Remedy interface as BMC presents it does not have the ability to 'modify' a diary content. The only option to do that is to do it with the API with a 'merge' action. But for your scenario, yes, present a display only char field as your diary, then do a setfield in workflow to the actual 'corrected' text. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 12:06 PM To: arslist@ARSLIST.ORG Subject: Changing the content of a diary field with filters ** Hi listers, I have a requirement: To modify the content of the new addition to the diary field: from a web service! That means to use filters. The requirement, is that if a pattern like S## (the user ID) is found at the text, the name is added inside. For instance, if at the diary the next text is received: The user S013802 is offline. Then the diary must add something like The user S013802 (Jose Manuel Huerta) is offline. Process the text field is trivial, but if I use a set action to change the content, like Diary = $ProcessedText$ The result is 01/10/2012 19:51:48 UserMonitor The user S013802 is offline. The user S013802 (Jose Manuel Huerta) is offline. I think that the only solution I have is to present a display only text field as the diary to the web service, process it and insert it to the actual diary. But I wonder how can I change the submitted diary content? Is it possible? Thanks! Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [EXTERNAL] Notification Recommendations
I have not done this, but i beleive this can be done relatively quickly. 1. Create a form to hold rules, Dls/email ids for which corresponding emails have to be sent and also unique notification tag for each rule 2. Create a simple form to hold incident ids(Minimal cstomization to core modules). best would be a view form based on a simple queue table created(Use of table is in step 3 below) 2. On creation/update of incidents, push an entry to form created in step 2 above 3. Create new entries on SYS:Notification Messages form to hold the notification conent 3. Create job to run every x mins on Pentaho, job should perform following actions(If pentaho is unavailable, it could also be done using your DBs job mechanism). Pentaho is a better option as you can easily perform transformation of the data in step 3 below - If there is an entry in the queue table, lookup rules form created in step 1 to find any matches - If match found, look up SYS:Notification Messages based on tag and retrive the content of the notificaions - Update the notifcation content based on real time data(have to lookup help desk view to get this) - Send emal using Pentaho's inbuilt capability - After email is sent, delete the record from queue This should not involve too much of customizatios and since you are building a config form to hold rules, its easily extendable -Karthik On 1 October 2012 23:01, Stroud, Natalie K nkst...@sandia.gov wrote: ** Kevin: ** ** You **might** be able to use SLM notifications for this, and I think the thing you want to look at first is whether you can link these notifications via milestone to the service targets you’re going to be using anyway. If you’re going with Response and Resolution time targets, SLM *might* work for you. What you *don’t* want to do is come up with a service target just to enable these notifications. That’ll confuse the living daylights out of your end users. ** ** I don’t know at what point your notifications need to fire, but SLM lets you set all sorts of conditions for things to happen and I know we use it to send emails, though I don’t remember offhand whether it is possible to use it to email anyone outside of Assigned Group members. You’d have to research that point. ** ** The other snag I can think of that you might run into has to do with message content, and it depends on what ticket-specific information (if any) your DL group members need. I know we pull in Customer Name, Desk Location, Customer Phone and Incident Summary, but we weren’t able to pull in any of the target times. Because our SLAs are based on Priority, we were able to fudge our way around that with this kind of statement: “The RESPONSE target for this ticket is Y hours, and X hours of this goal have elapsed.” Since you’re looking at creating non-standard SLM notifications, that’s something you’ll probably want to look into fairly quickly to help you determine whether this option can work for you. ** ** Good luck! ** ** *Natalie Stroud* SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 ** ** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Kevin Shaffer *Sent:* Monday, October 01, 2012 10:09 AM *To:* arslist@ARSLIST.ORG *Subject:* [EXTERNAL] Notification Recommendations ** ** ** ARS 7.6.04 SP 4 ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option) 2. Build a custom Notification Module to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option) 3. Use SLM (not sure this is what SLM was intended for) 4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade) 5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know) 6. Other (I haven't thought of another option) Any advice would be appreciated. Thanks Kevcin _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend
Re: Analizing a client log
One of my past systems shared the Oracle Server with the HR system (and one other thing that I can't remember). Every other Monday was a painful day for our Service Desk because of payroll. Payroll was more critical than Remedy :) Jason On Mon, Oct 1, 2012 at 9:49 AM, Jose Manuel Huerta Guillén arsl...@theremedyforit.com wrote: ** Problem discovered! The root cause was at the Oracle Server. The Oracle server is shared and one application went mad. So the Oracle got stuck at sometimes, blocking all SQL queries, but only at some moments. The result: All threads blocked, and the rest of users waiting for a thread to be released, that means, Oracle responded to the queries. The next question is Why an application can have all Oracle resources? The answer: that application is critical, and Remedy isn't. Both system are running for a healthcare organization, and the critical app is a HIS. Thank you all, Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 5:31 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, The API-timestamps is always correct, and in this case the API-call and SQL-call executes very quickly, so the problem is not that the API/SQL executes slowly. What is your count on List threads? To seems extraordinary that you need to wait 30 seconds before a List thread is available. You should be waiting in the TC-thread and then get routed to the first availabel List-thread. This would mean that ALL users were tied up for 30+ seconds if it is your List-thread count that is too low. Best Regards - Misi, RRR AB, http://rrr.se Jose, Have you tried to run the SQL query yourself ? Does it return a large number of records ? Do you perhaps have many records but few distinct values ? Don't trust the timestamps to much. Sometimes the log is written after the command was executed. On Mon, Oct 1, 2012 at 3:32 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, I would agree that you were waiting on a List thread. Have you run an arloganalyzer on a larger sample of the log to determine if you are thread bound? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Analizing a client log ** Hi listers, When opening a menu we see a big delay. The log retrieved at the client is: CLAT /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55 API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from Mid-tier (protocol 14) at IP address XX SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */SELECT T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 = 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17 ASC,C100012 ASC,C18 ASC, 1 ASC SQL TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */OK API TID: 004740 RPC ID: 0001075159 Queue: List Client-RPC: 390620USER: S013802 /* lun oct 01 2012 12:38:59.8080 */-EXPQRY OK CLAT /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55 What I see looking at the log is that the API call is made at 12:38:29 but the API started to process at 12:38:59, that is 30 seconds later. My deduction from this log is that the API call was waiting to the thread to be available. Since the CPU usage currently is normally beyond 10% and the database engine can still accept more consumption, that means that I must increase the number of LIST threads. Is this correct or am I wrong? Thanks, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Notification Recommendations
Couldn't you also use People profiles to represent groups like HR and then set Notification Preferences to create rules to match these circumstances? If this worked, you could give a login to a supervisor in these groups so they could change their notification preferences themselves as well. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2012 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Notification Recommendations ** I only see two solutions without coding: - Use milestones and action of SLM: Don't like it at all, since users will see SVT attached to their incidents. - Use a generic group mail address. Then create rules at the email server (you can do it if you have Lotus, Exchange, Zimbra or similar email server). If you are going to code, The rules will easily change at the future? - Yes: Create a module to handle the rules that sends notifications. Then add a filter to HPD:Help Desk to call a service of the module at every change. - No: Create a guide in HPD:Help Desk with all rules hardcoded with filters. Then add a filter that calls the guide at every change. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 6:12 PM, Roger J rjust2...@aol.commailto:rjust2...@aol.com wrote: ** I will be the first to suggest you review the capabilities that Xmatters can provide. www.xmatters.com/http://www.xmatters.com/ I am not affiliated with Xmatters. -Original Message- From: Kevin Shaffer kevin_l_shaf...@hotmail.commailto:kevin_l_shaf...@hotmail.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Mon, Oct 1, 2012 12:09 pm Subject: Notification Recommendations ** ARS 7.6.04 SP 4 ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option) 2. Build a custom Notification Module to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option) 3. Use SLM (not sure this is what SLM was intended for) 4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade) 5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know) 6. Other (I haven't thought of another option) Any advice would be appreciated. Thanks Kevcin _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing the content of a diary field with filters
Just to clarify, I don't want to change the old content, just the new sentence that the user wants to add. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 8:11 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, The Remedy interface as BMC presents it does not have the ability to 'modify' a diary content. The only option to do that is to do it with the API with a 'merge' action. But for your scenario, yes, present a display only char field as your diary, then do a setfield in workflow to the actual 'corrected' text. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 12:06 PM To: arslist@ARSLIST.ORG Subject: Changing the content of a diary field with filters ** Hi listers, I have a requirement: To modify the content of the new addition to the diary field: from a web service! That means to use filters. The requirement, is that if a pattern like S## (the user ID) is found at the text, the name is added inside. For instance, if at the diary the next text is received: The user S013802 is offline. Then the diary must add something like The user S013802 (Jose Manuel Huerta) is offline. Process the text field is trivial, but if I use a set action to change the content, like Diary = $ProcessedText$ The result is 01/10/2012 19:51:48 UserMonitor The user S013802 is offline. The user S013802 (Jose Manuel Huerta) is offline. I think that the only solution I have is to present a display only text field as the diary to the web service, process it and insert it to the actual diary. But I wonder how can I change the submitted diary content? Is it possible? Thanks! Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing the content of a diary field with filters
Yes, but if the web service is setting itand you have a filter that is ALSO setting ityou are setting it twiceyou want to change what they are putting in it to what you want to put in it...so that's a change to the 'existing' value -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 2:25 PM To: arslist@ARSLIST.ORG Subject: Re: Changing the content of a diary field with filters ** Just to clarify, I don't want to change the old content, just the new sentence that the user wants to add. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Oct 1, 2012 at 8:11 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Jose, The Remedy interface as BMC presents it does not have the ability to 'modify' a diary content. The only option to do that is to do it with the API with a 'merge' action. But for your scenario, yes, present a display only char field as your diary, then do a setfield in workflow to the actual 'corrected' text. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, October 01, 2012 12:06 PM To: arslist@ARSLIST.ORG Subject: Changing the content of a diary field with filters ** Hi listers, I have a requirement: To modify the content of the new addition to the diary field: from a web service! That means to use filters. The requirement, is that if a pattern like S## (the user ID) is found at the text, the name is added inside. For instance, if at the diary the next text is received: The user S013802 is offline. Then the diary must add something like The user S013802 (Jose Manuel Huerta) is offline. Process the text field is trivial, but if I use a set action to change the content, like Diary = $ProcessedText$ The result is 01/10/2012 19:51:48 UserMonitor The user S013802 is offline. The user S013802 (Jose Manuel Huerta) is offline. I think that the only solution I have is to present a display only text field as the diary to the web service, process it and insert it to the actual diary. But I wonder how can I change the submitted diary content? Is it possible? Thanks! Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Fuzzy Midteir
Hi All Yes I also noticed the different font. These screenshots were taken on the same machine, Running windows 7 both in IE, at the same time (we have a test and prod midteir, we upgraded test to the latest version) I’lll open it up in chrome and look at the CSS files and let you know my findings. Regards, Michael Benz Service Desk Analyst Holcim (Australia) Pty Ltd 18 Little Cribb Street, Milton QLD 4064 Phone: +61 7 3364 2752 For any IT Issues, please call 07 3364 2811 Fax: 1300 301 230 www.holcim.com.auhttp://www.holcim.com.au/ Please consider the environment before printing this e-mail. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: Monday, 1 October 2012 11:45 PM To: arslist@ARSLIST.ORG Subject: Re: Fuzzy Midteir ** Michael, There is a different font used in your second screen shot. Notice the shape of the upper case letter C in Customer ID. Were these two images captured on the same machine? One of them has the desired font, the other is using a default font from the same family (e.g. Helvetica, Arial, sans-serif)... Doug -- Doug Blair +1 224-558-5462 Sent from my new iPad Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 30, 2012, at 8:23 PM, Benz, Michael michael.b...@holcim.commailto:michael.b...@holcim.com wrote: ** Hello World I’ve noticed something very interesting (and slightly annoying) We recently updated our Tomcat server to V7 with midteir 7.6.04 SP4 and with the new midteir, everything is “fuzzy” (note the attached screenshot) image001.png Does anyone have any idea how to change this back so it looks crisp and clear like SP2? Regards, Michael Benz Remedy Support _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Self Service User Licenses
My environment is 7.6.04 in windows w/ sql backend Where do I adjust the number of concurrent self-service user licenses? I have purchased additional self-service license packs and I want to update my system so we can allow for the additional users (non-support staff) to login in to self-service and leverage SRM. Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Self Service User Licenses
Self-service licenses are paper licenses that represent entitlement - there's no place that you have to enter them. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Hocks Sent: Monday, October 01, 2012 3:14 PM To: arslist@ARSLIST.ORG Subject: Self Service User Licenses My environment is 7.6.04 in windows w/ sql backend Where do I adjust the number of concurrent self-service user licenses? I have purchased additional self-service license packs and I want to update my system so we can allow for the additional users (non-support staff) to login in to self-service and leverage SRM. Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Self Service User Licenses
Awesome...so my self service users will never see any not enough license error messages... Thanks for the quick reply. Michael Hocks (651) 366-4091 mike.ho...@state.mn.us Sent from my iPhone On Oct 1, 2012, at 5:21 PM, Easter, David david_eas...@bmc.com wrote: Self-service licenses are paper licenses that represent entitlement - there's no place that you have to enter them. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Hocks Sent: Monday, October 01, 2012 3:14 PM To: arslist@ARSLIST.ORG Subject: Self Service User Licenses My environment is 7.6.04 in windows w/ sql backend Where do I adjust the number of concurrent self-service user licenses? I have purchased additional self-service license packs and I want to update my system so we can allow for the additional users (non-support staff) to login in to self-service and leverage SRM. Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Self Service User Licenses (named or floating)
One question are they named licenses or floating? Take care, Howard -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT) Sent: Monday, October 01, 2012 6:26 PM To: arslist@ARSLIST.ORG Subject: Re: Self Service User Licenses Awesome...so my self service users will never see any not enough license error messages... Thanks for the quick reply. Michael Hocks (651) 366-4091 mike.ho...@state.mn.us Sent from my iPhone On Oct 1, 2012, at 5:21 PM, Easter, David david_eas...@bmc.com wrote: Self-service licenses are paper licenses that represent entitlement - there's no place that you have to enter them. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Hocks Sent: Monday, October 01, 2012 3:14 PM To: arslist@ARSLIST.ORG Subject: Self Service User Licenses My environment is 7.6.04 in windows w/ sql backend Where do I adjust the number of concurrent self-service user licenses? I have purchased additional self-service license packs and I want to update my system so we can allow for the additional users (non-support staff) to login in to self-service and leverage SRM. Thanks, -Mike __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
